EMEA Digital Coordinator/analyst Customer Service

EMEA Customer Service Digital Coordinator

Our company

Tokyo-based Bridgestone Corporation is the world’s largest manufacturer of tires and other rubber products. We employ over 140.000 people around the world, operate 3 technical centers and 178 manufacturing plants and sell products in more than 150 countries. "Serving Society with Superior Quality” has been our mission since Shojiro Ishibashi founded Bridgestone in 1931 and we look for individuals who share our passion to fulfill this mission.

Facilities & Resources

Bridgestone EMEA operates in more than 60 countries and employs over 18.200 employees in its offices and plants:

• 14 plants in France (Bethune), Belgium (Lanklaar and Liege), Italy (Bari), Poland (Stargard and Poznan), Hungary (Tatabanya), Spain (Bilbao, Puente San Miguel and Burgos), South Africa (Port Elizabeth and Brits), Russia (Ulyanovsk) and a joint venture in Turkey ( Izmit)
• A raw materials plant in Spain (Usansolo)
• A leading R&D and testing facility in Italy
• A state of the art proving ground in Italy
• The EMEA headquarters in Zaventem, Belgium.

Sales & Products

• With its leading tyre technology, the company focuses on high-performance tyres:
  A major supplier of original equipment to car manufacturers (including Porsche, VW 

Group, Ford group, BMW, Mercedes, General Motors, Peugeot, Citroën, Renault, Toyota

and Fiat group, etc.)

• A pioneer in Run-Flat Technology tyres and major supplier to car manufacturers
• A leading manufacturer in the agricultural market (Firestone brand)
• A leading manufacturer in the motorcycle market
• A leading brand in the truck & bus replacement market and a leading supplier to vehicle

manufacturers (Mercedes, Renault, Volvo, Scania, MAN, DAF, Iveco, etc.)

Our tyres are sold under the Bridgestone, Firestone, Dayton and other brand names for:
 

• Passenger cars, 4x4 vehicles
• Trucks and buses
• All types of commercial, construction and off-the-road vehicles
• Tractors and agricultural machinery
• Motorcycles and scooters
• Motor sport
• Aircraft

EMEA Customer Service Digital Coordinator:

• Customer Service is our Customers point of entry contact within Bridgestone.   
• Digital projects involving OTC processes are headed by Customer Service Digital team.
• Customer Service Digital Team is responsible for handling the communication and developments between our Customers and Bridgestone.

For more information on our company please visit www.bridgestone.com and www.bridgestone.eu. To experience more about life at Bridgestone, check out the following link http://www.bridgestonenewsroom.eu/

Job purpose

As a CS Digital Coordinator you monitor and control OTC digital flows (inquiries, orders, invoicing, T&T, deliveries, etc.). You are responsible to follow the correctness of the flows, making sure that the connections between Customers and Bridgestone as well as all Customer facing systems (B2B e-comm / EDI / etc.) are running effectively.

You have regular touch points with the different stakeholders (Markets, central Team, other functions) in order to pro-actively propose improvements to the existing systems/flows and new digital functionalities that can support their actual needs and improve business.

You are the single point of contact for the Regions and IT for all CS digital related initiatives. You will coordinate all CS digital initiatives, making sure different parties are moving in the right direction and all stakeholders are informed.

Main responsibilities:

1. Manage E-Comm/B2B

• Product owner of our B2B e-com platform
• Support EMEA Markets to increase the usage of e-comm by animating / coordinating e-comm activities with our Customers and Sales force in EMEA Markets
• Follow up system performance and coordinate corrective actions in case of issues
• Identify potential new Customers to use e-comm solutions
• Support Markets (local coordinators) with  all activities related to setup and usage of e-comm (configuration, testing, trouble shooting)
• Keep regular contacts with Customers, Sales teams, Digital leads in the Regions and other stakeholders to capture new requirements for our e-comm solution and put them in place (information & communication on orders, deliveries, claims, delays,  missing quantities, technical claims, invoices, VOC (surveys), etc.)
• Setup regular touch points with IT. Be the single point of contact and the link between Markets and IT for all e-comm related topics
• Structure / manage the communication between Markets and IT (and vice versa)
• Funnel / prioritize all e-comm requirements based on budget and resources availability
• Participate in digital projects
• Put in place common e-comm reporting kpi’s. Follow up, analyze and take action on performance indicators.
• Support the development of the e-comm team in EMEA, providing regular training to build solid local knowledge
• Backup for EDI

KPI´s:

• E-comm system performance
• E-comm orders ratio (number of orders / units)
• Number of new developments
• Number of active users
   

Required capabilities

• Strong values in line with Bridgestone’s behavioral expectations (Agility, Courage, Ownership);
• Hands-on person with high level of accuracy;
• Analytical mindset with eye for detail;
• Adapt to fast change easily in an efficient way;
• Pro-active and solution oriented;
• Able to communicate clearly your thoughts, ideas, solutions to different type of audiences, internal and external;
• Able to manage projects;
• Autonomous and capable to take decisions;
• True team player who loves to work in a very international team;
• EDI / Ad-hoc EDI basic knowledge
• E-comm (B2B) knowledge

Experience

• University degree in IT, Supply Chain, Management, Engineering or a related field;
• 4-5  years in OTC processes;
• Management of B2B platforms (SAP Hybris is a plus);
• Management of mid/large-size projects with cross-border implementation.

Desirable

• ERP knowledge (SAP) and experience with BI tools;
• Retail Business exposure.

Languages / Others

• Good knowledge of Microsoft Office
• Fluent in English – other languages are an asset

#LI-EVS

Disclaimer

Diversity and inclusion are a central part of Bridgestone EMEA’s values at the highest level.  This is key for our people to show a passion for excellence for improving society connected to the world in which we live.  Our commitment to diversity, is linked to our founders mission of ‘Serving Society with Superior Quality’, which is essential in shaping and creating the organisation, serving all people, respectfully, connected to our business.  We recognise that everyone is different and that attracting, developing and retaining our employees will create a sustainable working environment which is essential to our success.